Position Summary:

As an Associate in AWS Customer Service Department, you will be the frontline brand ambassador, delivering white-glove service and concierge-level support to our esteemed customers. Your role is pivotal in ensuring that every interaction reflects our commitment to excellence and exceeds customer expectations. From assisting with inquiries and resolving issues to providing personalized recommendations and guidance, you will serve as the cornerstone of our customer experience. With your unwavering dedication to customer satisfaction and your innate ability to anticipate and fulfill customer needs, you will play a key role in fostering long-term relationships and loyalty.

Essential Duties:

• Serve as the primary point of contact for customers, delivering personalized assistance and support via various channels including phone, email, chat, and in-person interactions.

• Demonstrate exceptional communication skills and a deep understanding of customer needs to ensure each interaction is tailored to their preferences and requirements.

• Proactively anticipate customer needs and preferences, offering personalized recommendations, solutions, and assistance to enhance their experience.

• Act as a trusted advisor, providing expert guidance on membership benefits, services, and offerings to optimize customer satisfaction and engagement.

• Effectively troubleshoot and resolve customer inquiries, concerns, and issues in a timely and efficient manner, demonstrating empathy, patience, and professionalism always.

• Escalate complex or unresolved issues to appropriate team or management for further assistance and resolution, ensuring customer satisfaction and retention.

• Utilize Client Relationship Management (CRM) to document customer interactions and support.

• Adhere to established service standards and protocols, maintaining a high level of quality and consistency in all customer interactions.

• Conduct thorough follow-up and feedback loops to gather insights and identify areas for improvement, contributing to ongoing enhancements in service delivery and customer satisfaction.

• Consistently meet or exceed performance metrics and key performance indicators (KPIs) related to service levels, response times, resolution rates, and customer satisfaction scores.

• Strive for continuous improvement and development, actively participating in training programs, coaching sessions, and performance reviews to enhance skills and achieve personal and team objectives.

• Other duties as assigned.

Supervision Exercised:

• None

Required Knowledge, Skills & Abilities:

• Proficient verbal and communication skills, with the ability to convey information clearly, concisely, and effectively to customers across various channels.

• Ability to ramp-up performance during 90-days.

• Strong active listening skills.

• Deep-seated commitment to delivering exceptional customer service through demonstrating empathy, patience, and attentiveness in all interactions.

• Strong analytical and critical thinking skills.

• Capacity to make sound decisions under pressure.

• Proven ability to work collaboratively with cross-functional teams and departments.

• Keen attention to detail and accuracy in all aspects of work.

• Ability to multitask effectively and manage competing priorities.

• Flexibility to adapt to changing priorities, remaining agile and responsive in fast-paced environments.

• Openness to feedback, willingness to embrace new challenges, and commitment to continuous learning and development.

• Agile learning; multiple contact queues, process, procedures, and software programs.

• Bilingual: Spanish is advantageous but not mandatory.

Required Education and Experience:

• High School diploma or GED required.

• 3-5 years of experience in a technical customer service contact center is highly preferred.

Special Requirements, Licenses, or Certifications:

None.

Working Conditions and Required Physical Abilities:

This role involves working in an indoor office environment, which may range from quiet to moderately noisy. The individual in this position must possess sensory skills to effectively communicate with colleagues and the public via phone and in-person interactions. This includes abilities such as seeing, reading, talking, sitting, standing, hearing, and using fingers to handle objects and write. They should be capable of using office equipment like computers, calculators, and copy machines. The ability to sit at a desk for extended periods and lift items weighing up to 20 lbs. is necessary. Reasonable accommodations can be made for individuals to perform essential job functions.